Technical Customer Success Specialist (IoT)

TL;DR

Technical Customer Success Specialist (IoT): Auditing the accuracy of sensor data and proactively monitoring and maintaining a global network of devices for a retail analytics platform with an accent on data quality, proactive issue resolution, and customer support. Focus on upholding gold standards for data quality, maintaining device network health, and contributing to long-term product and process improvements.

Location: Remote. Willingness to work in a schedule that may align with US, Australian, or European business hours.

Company

hirify.global partners with a global leader in retail technology and analytics, providing cutting-edge sensor and data solutions to top retailers.

What you will do

• Conduct precise audits of sensor and camera data, verifying foot-traffic counts reflect actual in-store activity.
• Perform peer-review quality assurance (QA) audits and ensure accurate submission to the database.
• Monitor the global health of thousands of connected sensors and cameras.
• Proactively identify, triage, and resolve device health issues, performing first-touch resolution.
• Manage and resolve customer support tickets via Zendesk for internal and external clients.
• Provide upward feedback on systemic technical issues to contribute to product and process improvements.

Requirements

• 2+ years in a technical support, customer success, or QA role, preferably within a SaaS, IoT, or technology-driven environment.
• Exceptional attention to detail and commitment to accuracy for data auditing and troubleshooting.
• Ability to translate technical issues into clear, concise, and professional communications.
• Experience with customer support platforms like Zendesk, Freshdesk, or Salesforce Service Cloud.
• A stable, high-speed internet connection and a dedicated, quiet workspace.
• Willingness to work in a schedule that may align with US, Australian, or European business hours as required by the global team.

Nice to have

• Familiarity with IoT or device monitoring dashboards.

Culture & Benefits

• Join a global team focused on problem-solving and delivering exceptional support.
• Opportunity to transform retail performance with cutting-edge data solutions.
• Emphasis on precision and proactive support.
• Collaborate effectively with global operations, sales, and success teams.